Kuwait civil aviation issues guidelines for filing passenger complaints via Sahel app

KUWAIT CITY, Apr 7 — Kuwait’s Directorate General of Civil Aviation has issued an advisory outlining the requirements and procedures for submitting passenger complaints through the government’s digital Sahel platform. The authority said passengers should first review their rights, terms, and conditions at Kuwait International Airport before filing a complaint.

Only Kuwaiti citizens and expats are eligible to submit complaints. According to the advisory, complaints must first be raised with the service provider from whom the ticket was purchased and remain unresolved within the allowed timeframe before being escalated through Sahel.

Complaints can be filed only against airlines, travel agencies, and online travel websites or apps operating in Kuwait. Filings must be made by the affected person or their legal representative — a guardian, sponsor, or an authorized power of attorney — and must include all supporting documents and relevant correspondence with the company.

The DGCA emphasized that following these requirements will help ensure faster processing and resolution of passenger grievances.